Thank you for your feedback, and we’re truly sorry for the experience you had during your trip.
We understand that the eSIM did not work properly in Puerto Rico, and we apologize for the inconvenience this caused.
However, based on the usage data from our system, we noticed that after leaving Puerto Rico, both of your original Caribbean eSIMs continued to be used and were eventually fully consumed, which indicates that they were working on the other islands during your cruise.
In addition, the two replacement eSIMs we provided also showed data usage, suggesting they were functioning in other covered destinations as well.
We are currently working with our network partners in Puerto Rico to investigate and resolve the issue there. As a gesture of apology, we also provided you with a discount code for future orders.
We truly appreciate your patience and understanding, and we hope to have the opportunity to provide you with a smoother experience on your next trip.